1 Rookie
•
27 Posts
1
35333
June 23rd, 2022 12:00
SupportAssist - installation failed message.
When opening SA today I was greeted with an update prompt. I went along with the update, however, it went no further than "downloading and starting up files", at which point the percentage bar went up to 100%, then gave me the error: "Installation failed - We were unable to complete the installation. Please reboot your PC and try again".
I rebooted my PC and tried to update the application twice to no avail. I then tried to uninstall and reinstall SA, and the installer had the same issue - it gave me the same error message as the one that the application gave.
I tried following this solution posted by @XPS_Man, which included deleting some dell files and registry keys, to no use, unfortunately.
Has anyone else encountered a similar issue or perhaps a possible solution?
All help is appreciated.



LaurentGrenet
1 Rookie
•
10 Posts
0
October 18th, 2022 09:00
Sure, I won't do that !
If MSoft publish a new version of .NET runtime, there is surely good reason for that. Most likely, to avoid some security issue.
While I'm convinced there is no conflict between DSA and .Net 6.0.10 : For me, the most likely reason of the issue is that, at install, DSA checks if AT LEAST .Net 6.0.9 is installed. And when it founds that 6.0.10 version is installed, it compares this version number wit 6.0.9, but erroneously makes its comparision alphabetically instead of numerically (and, yes, alphabetically speaking, 6.0.10 is "before" 6.0.9). As a result, DSA considers that .NET has to be "upgraded" to 6.0.9 which is (hopefully !) impossible from .NET perspective.
So, rather than to ask users to do such things, please ask technical engineers to create a new version of DSA installer that, when it checks currently installed version of .NET, is able to understand that if minimum version is 6.0.9, this requirement is already fulfilled if 6.0.10 is already installed.
Or, in case there is really incompatibility of DSA with 6.0.10 (I don't believe it 1 second), fix DSA itself to resolve the conflict... or ask MSoft to publish a 6.0.11 that solve the issue.
But surely, I won't downgrade an "OS layer soft" (ie. .NET runtime) to "please" a "User layer" soft (ie. DSA)
I am really surprised that you even dare to make this request. It is not serious, and is not a sign of seriousness on the part of Dell
PS : I just checked in MSoft Catalog : .NET 6.0.10 is indeed a security update (KB5019351 and not KB5015391 as mentioned by @lmacri )
Delphine R
1 Message
1
October 18th, 2022 12:00
Thank you very much Nathalia M for this solution which worked for me because I had received a message from support assist asking me to update it in vain after having tried several times I installed version 6 of net runtime and then I went to this link to reinstall Support Assist. I'm really happy support assist is working again.
FGDXPS9570
8 Posts
0
November 2nd, 2022 17:00
Hi, thanks for your support. Unfortunately, those steps didn't work. I get an error message when trying to use de msi installer: "ui mode not supported". It seems that there's a problem with the installer. When trying to install with de SA.exe from Dell, I got this data from the installer log:
INFO...: ProcessName : msiexec.exe is getting executed
INFO...: process return Code : 1603
ERROR...: SupportAssistInstallerPackage - Some Error occured while upgrading msi SupportAssist Agent
ERROR...: SupportAssist download/installation failed with return code: msiinstallationfailed
I don't even had to uninstall a prevoius version of SA, since I am restoring my laptop. I did uninstalled .NET 6.0.10 and then followed your suggestions.
Do you know if there's anything else to try?
Thanks again
DickInKent
1 Message
0
November 29th, 2022 12:00
instead of uninstalling etc [recommendation from DELL people] if you have a later .NET runtime you should be able to use that (not the archaic v5.0 that DDM may require). My earlier post said
DDM installed OK but at runtime then requires .NET v5.0 runtime, but failed to download that on system that lacks .NET v5.0 although box had the latest .NET v7.0
I found that editing C:\Program Files\Dell\Dell Display Manager 2.0\DDM.runtimeconfig.json happily used my latest version
{
"runtimeOptions": {
"tfm": "net7.0",
"framework": {
"name": "Microsoft.WindowsDesktop.App",
"version": "7.0.0"
}
}
}
jkcraig
1 Message
1
December 9th, 2022 11:00
Dell should be embarrassed that the "accepted solution" forces the user to uninstall the existing tool and install prerequisites to get it to work. That's YOUR job. Provide a freaking installer that actually works! Anyway, your 1st step doesn't actually work for me -- running the MS Install Uninstall tool doesn't actually find any issues, yet I still can't install SupportAssist. Should I attempt to install via Add/Remove programs?
Silichip-X
1 Rookie
•
11 Posts
0
December 11th, 2022 17:00
UPDATE SOLUTION SOLVED!
If you have MS .NET Runtime version 6.0.11 then you are missing the HostFXR.dll file.
Go to https://www.dll-files.com/hostfxr.dll.html and download HostFXR.dll v3.0.19 (x64).
Now place the .dll file to C:\Program Files\dotnet\host\fxr\7.0.0 then restart Windows.
Or install Microsoft .NET Runtime & Microsoft .NET Desktop Runtime v7.0.0 (86/64).
wty
5 Posts
0
December 28th, 2022 18:00
I have a XPS 13 9360, I tried all of the above and had tech support remote into my system and still can't install support assist. Any update with a workable solution?
lagugula
1 Message
0
February 26th, 2023 06:00
Hello guys, I was trying to get it running for two days and found what was a problem at least on my machine. I looked into Event Viewer if there is anything and was:
Product: Dell SupportAssist -- Error 1317. An error occurred while attempting to create the directory C:\ProgramData\Dell\SupportAssist
Funny that logs were still written in this folder, but nothing else had permission somehow. I fixed it by adding Everyone full rights during installation to C:\ProgramData\Dell folder.
I hope this will help anyone
jnordlund
1 Message
0
November 20th, 2023 08:35
Dell: Consider bundling the .NET Runtime that you require along with the rest of its prerequisites with the application for next update. I'm surprised this is a problem when .NET 6 explicitly support self-contained executables. This is not supposed to be a problem.
(edited)